Maison Knox – Refund Policy (UK)

Refund Policy

At Maison Knox, we aim to provide premium products and clear purchasing terms. By placing an order through our website, you agree to the following refund and returns policy.

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1. No Refunds on Worn, Used or Damaged Items

For hygiene, quality control and brand protection reasons, we do not accept returns or issue refunds for any items that:

• Have been worn, washed, used or altered

• Smell of perfume, smoke, deodorant or body odour

• Are returned without original tags or packaging

• Show marks, makeup, stains, damage or signs of wear

• Are not in resellable condition

All returned items are carefully inspected upon arrival.

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2. Return Window

Customers must request a return within 14 days of delivery in accordance with UK consumer regulations.

Returned items must then be received by us within 7 days of return approval.

Returns sent outside these timeframes may be refused.

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3. Customer Responsible for Return Costs

Customers are fully responsible for:

• Return shipping costs

• Secure packaging of returned items

• Any customs charges or import fees for international returns

Original shipping fees are non-refundable.

We strongly recommend using a tracked and insured delivery service, as we are not responsible for lost return parcels.

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4. Parcel Locker & Collection Orders

Where collection lockers or pick-up points are selected, responsibility for the parcel transfers to the customer once delivery is confirmed by the courier or locker provider.

Failure to collect a parcel within the courier’s collection timeframe may result in the parcel being returned or destroyed by the courier. Refunds will not be issued for uncollected orders.

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5. Sale Items

All sale, discounted, promotional, clearance or limited-edition items are final sale and are non-refundable unless faulty under UK consumer law.

This includes:

• Promotional launches

• Influencer discount purchases

• Bundle offers

• Flash sale items

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6. Incorrect Address / Failed Delivery

Customers are responsible for ensuring all shipping information is correct before placing an order.

We are not responsible for:

• Incorrect addresses entered at checkout

• Failed delivery attempts

• Refused deliveries

• Parcels left uncollected from lockers or collection points

Additional shipping fees may apply if a parcel must be resent.

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7. Damaged or Faulty Items

If an item arrives damaged or faulty, customers must contact us within 48 hours of delivery with:

• Order number

• Clear photographs of the issue

• Packaging images where applicable

We reserve the right to:

• Offer a replacement

• Offer a repair

• Offer store credit

• Refuse claims where damage appears caused by misuse, wear or accidental damage

Normal wear and tear is not considered a fault.

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8. Chargebacks & Fraud Prevention

We reserve the right to dispute any fraudulent chargebacks or payment disputes.

Evidence including:

• Delivery confirmation

• Courier GPS data

• Tracking records

• Customer communications

• IP address data
  may be provided to payment processors and financial institutions.

Customers engaging in abusive, fraudulent or repeated refund behaviour may be blocked from future purchases.

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9. Non-Returnable Items

The following items cannot be returned unless faulty:

• Headwear

• Swimwear

• Bodysuits

• Intimate garments

• Gift cards

• Custom or made-to-order items

• Limited-release products

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10. Refund Processing

Approved refunds are processed back to the original payment method within approximately 5–10 business days after inspection and approval.

We reserve the right to refuse refunds that do not comply with this policy.

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11. Contact

For return requests, contact:

Maison Knox Customer Support
Email: support@maisonknox.com

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UK Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection laws, including your rights relating to faulty or misdescribed goods under the Consumer Rights Act 20